Clipping of news on Brazilian Culture, Law and Citizenship
07/10/2015
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Number of complaints has decreased, but is still high.
Advisor Procon-SP technique gives tips on how to prevent problems.
Vanessa Rezende de Morais, the internet shopping are reliable, provided that the consumer use caution in researching the complaints registered on the site (Photo: Personal Archive)
The civil servant Vanessa Rezende de Morais, 33, has gone through some inconvenience in relation to internet shopping. Those who were most bothered the slow delivery and cancellation of the purchase by unavailability of the product. Another problem that has occurred has been receiving objects with damages as a result of the way to your home.
"Purchases made over the Internet are reliable as long as you exercise caution in researching the complaints registered on the site to avoid future problems. But some sites fall short for the delay in delivery or cancellation of purchase. Thus, if you need any item with more urgency, still prefer to use the old practice of buying in physical stores, "he says.
The main complaint of Vanessa falls in the category champion complaints within the Procon-SP swing: the delay or non-delivery of the product.
Biggest complaints
According to Procon, were 35,037 general consumer complaints related to e-commerce in 2014, against 42,257 in 2013. Of this total, the non-delivery / delay in product delivery had 12,793 complaints in 2014 against 17,084 in 2013. Despite the decrease from one year to another, for Procon the incidence of complaints is still too high, since the customer prepaid and relied on product delivery, and this relationship could not be broken.
If it is considered that we had almost 13 000 complaints regarding non-delivery of the product or delay last year, the number is very high, very significant "
Fatima Lemos, technical advisor of Procon-SP
Next comes receiving damaged or defective product, another complaint of Vanessa. There were 4,354 complaints in 2014 against 4,299 in 2013.
According to Fatima Lemos, technical advisor of Procon-SP, the overall number of complaints is significant, even if it is decreasing. "Consumers are more careful when buying, checking the reliability of the sites. On the other hand, large retailers delivery problems caused improved. If it is considered that we had almost 13 000 complaints regarding non-delivery of the product or delay last year, the number is very high, very significant. It is the basis of business, I paid early and I have to get on the date, "he says.
According to Vanessa, although it is easier to buy the product in the physical store, the fact that you can try, she prefers to use the sites for ease of comparing prices and also the convenience of purchasing without leaving home. But the civil servant says she always checks the reliability of the site through satisfaction surveys on delivering products.
Caution Vanessa in buying over the Internet may have contributed so she never had to look for Procon. Another reason was that she always had the good fortune to have their complaints resolved by the e-commerce companies.
According to the advisor of Procon, to the consumer resort to Procon he has exhausted all possibilities to solve the problem with the company itself. "If there is all of this complaint, there is still much problem in service and repair to consumers. Was running after the company without getting back, waited more than one term and did not receive. Several attempts, "says Fatima.
Among the most common complaints are not respected delivery date, misplacement of products, goods arriving damaged, packages without the product or wrong product. "This distribution logistics is an essential element for e-commerce companies," says Fatima.
Complaints relating to withdrawals or purchases of cancellations - when the customer is entitled to suspend up to 7 days of product purchase or up to 7 days after delivery - were in third place with 2,827 complaints in 2014 against 3,449 in 2013.
As for the complaints about breaches or errors in contracts, applications and budgets totaled 2,056 in 2014 against 2,047 in 2013. In such cases come mainly the breach and cancellation of the offer by the company because of the application does not have the product in stock. Other complaints are offers with errors, as occurs much on Black Friday, when the discount is not promised in price, and delivery of wrong product.
Lastly is misuse or abuse charge, with 1,385 complaints last year. In 2013, there were 1,691. Among the problems identified are freight prices and price that is charged on the card is not the same that was on site. According to Procon, the increase also follows the trend of joint retail promotions, as Black Friday.
See rocking the years 2014 and 2013 of Procon-SP:
Fatima says that complaints about electronics (mainly mobile phones) and garments rose fairly 2014 here.
According to Fatima, there are many websites that sell and do not deliver the goods and the Procon can not locate them. "It's a loss that's no way to solve. But we communicate the credit card company so that the consumer is reimbursed by the card administrator in case there is no supplier, "says Fatima.
According to Fatima, 80% to 90% of complaints to Procon are resolved in the first 10 days. "But until you get the consumer here come a long way," he says.
The Procon receive consumer complaints relating to e-commerce over the Internet, forwards them to the companies and will following the solutions of cases. Consumers can access the sites or www.consumidor.gov.br www.procon.sp.gov.br.
10 tips of Fatima Lemos to buy online:
- Search, do not buy on impulse
- Check vendor references and there are many complaints against him
- See if the company is in the list of suspicious sites Procon
- The company must provide service channels - not the service obligation be by telephone, may be only electronic, but has to work
- Test if the company's service channels work
- Save all the steps of purchase and proof of all offers
- Store all received emails after purchases
- Do not buy on sites with no indication of CNPJ and service channels
- The company, upon receiving the complaint, send the customer complaint protocol
- The period that the company has to respond to complaints is a maximum of 5 days.
Source: G1
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This article was translated by an automatic translation system, and was therefore not reviewed by people.